ISO20000新舊版標(biāo)準(zhǔn)差異概述

　　差異點(diǎn) 說明 新增部分 服務(wù)連續(xù)性與可用性需求方面，增加了以下要求：

　　應(yīng)評(píng)估和記錄服務(wù)連續(xù)性和可用性的風(fēng)險(xiǎn);

　　服務(wù)提供者應(yīng)與客戶和相關(guān)各方協(xié)商確定服務(wù)連續(xù)性和可用性需求;

　　需求除考慮業(yè)務(wù)計(jì)劃、SLA和風(fēng)險(xiǎn)外，還應(yīng)考慮服務(wù)需求。

　　在服務(wù)連續(xù)性與可用性的監(jiān)控與測(cè)試環(huán)節(jié)，ISO20000:2011版提出了“在每次測(cè)試之后和啟用服務(wù)連續(xù)性計(jì)劃之后，應(yīng)進(jìn)行回顧”的要求。 優(yōu)化與完善部分

　　流程內(nèi)容組織上，ISO20000:2011版更加結(jié)構(gòu)化，重新組織為：

　　服務(wù)連續(xù)性與可用性需求;

　　服務(wù)連續(xù)性計(jì)劃與可用性計(jì)劃;

　　服務(wù)連續(xù)性與可用性的監(jiān)控與測(cè)試。

　　ISO20000:2011 版更明確和具體化了持續(xù)性計(jì)劃和可用性計(jì)劃的具體內(nèi)容。

　　刪除部分 ISO20000:2011 版刪除了“至少每年”對(duì)持續(xù)性和可用性計(jì)劃進(jìn)行評(píng)審的要求。

　　ISO20000新舊版標(biāo)準(zhǔn)變化度

　　ISO20000:2011 版本 控制點(diǎn) ISO20000:2005 版本 控制點(diǎn) 變化度 6.3 服務(wù)持續(xù)性和可用性管理 18 6.2 服務(wù)持續(xù)性和可用性管理 13 2

　　說明：變化度是指新版標(biāo)準(zhǔn)該條款相對(duì)舊版標(biāo)準(zhǔn)要求的變化程度，按分值計(jì)量，5 分指變化程度最大，0 分指沒有變化。

　　ISO20000新舊版標(biāo)準(zhǔn)差異分析

　　ISO20000:2011版 ISO20000:2005版 差異分析 文檔結(jié)構(gòu) 6.3.1 Service continuity and availability requirements

　　6.3.2 Service continuity and availability plans

　　6.3.3 Service continuity and availability monitoring and testing 6.3.1 服務(wù)連續(xù)性與可用性需求

　　6.3.2 服務(wù)連續(xù)性與可用性計(jì)劃

　　6.3.3 服務(wù)連續(xù)性與可用性的監(jiān)控與測(cè)試 無 ISO20000:2011版本將“服務(wù)連續(xù)性與可用性管理”的條款進(jìn)行了結(jié)構(gòu)化，使讀者更易于理解條款內(nèi)容。本條款主要包括服務(wù)連續(xù)性與可用性的需求、服務(wù)連續(xù)性與可用性計(jì)劃、服務(wù)連續(xù)性與可用性的監(jiān)控和測(cè)試等管理要求等三部分。 服務(wù)連續(xù)性與可用性需求 The service provider shall assess and document the risks to service continuity and availability of services.

　　The service provider shall identify and agree with the customer and interested parties service continuity and availability requirements.

　　The agreed requirements shall take into consideration applicable business plans，service requirements, SLAs and risks. The agreed service continuity and availability requirements shall include at least:

　　a) access rights to the services;

　　b) service response times;

　　c) end to end availability of services. 務(wù)計(jì)劃、服務(wù)需求、SLA和風(fēng)險(xiǎn)。

　　協(xié)商確定的服務(wù)連續(xù)性和可用性

　　需求應(yīng)至少包括：

　　a) 服務(wù)的訪問權(quán)限;

　　b) 服務(wù)響應(yīng)時(shí)間;

　　c) 端到端的服務(wù)可用性。 Availability and service continuity requirements shall be identified on the basis of business plans, SLAs and risk assessments. Requirements shall include access rights and response times as well as end to end availability of system components.

　　ISO20000:2011版新增了以下要求：

　　應(yīng)評(píng)估和記錄服務(wù)連續(xù)性和可用性的風(fēng)險(xiǎn)

　　服務(wù)提供者應(yīng)與客戶和相關(guān)各方協(xié)商確定服務(wù)連續(xù)性和可用性需求

　　ISO20000:2011版要求服務(wù)連續(xù)性和可用性需求除了要考慮業(yè)務(wù)計(jì)劃、SLA和風(fēng)險(xiǎn)以外，還應(yīng)考慮服務(wù)需求。

　　服務(wù)連續(xù)性計(jì)劃與可用性計(jì)劃 The service provider shall create, implement and maintain a service continuity plan(s) and an availability plan(s).

　　The service continuity plan(s) shall include at least:

　　a) procedures to be implemented in the event of a major loss of service, or reference to them;

　　b) availability targets when the plan is invoked;

　　c) recovery requirements;

　　d) approach for the return to normal working conditions.

　　The service continuity plan(s), contact lists and the CMDB shall be accessible when access to normal service locations is prevented.

　　The availability plan(s) shall include at least availability requirements and targets.

　　NOTE The service continuity plan(s) and availability plan(s) can be combined into one document. 服務(wù)提供者應(yīng)建立、實(shí)施和維護(hù)服務(wù)連續(xù)性計(jì)劃和可用性計(jì)劃。

　　服務(wù)連續(xù)性計(jì)劃至少應(yīng)包括：

　　a) 服務(wù)重大損失情況下執(zhí)行的程序，或引用的程序;

　　b) 當(dāng)計(jì)劃被啟用時(shí)的可用性目標(biāo);

　　c) 恢復(fù)要求;

　　d) 恢復(fù)到正常工作環(huán)境的方法。

　　當(dāng)訪問正常的服務(wù)地點(diǎn)受阻時(shí)，應(yīng)能訪問到服務(wù)連續(xù)性計(jì)劃、聯(lián)系人名單和CMDB。

　　可用性計(jì)劃至少應(yīng)包括可用性需求和目標(biāo)。

　　注：服務(wù)連續(xù)性計(jì)劃和可用性計(jì)劃可以合并為一個(gè)文件。 Availability and service continuity plans shall be developed and reviewed at least annually to ensure that requirements are met as agreed in all circumstances from normal through to a major loss of service. These plans shall be maintained to ensure that they reflect agreed changes required by the business.

　　Service continuity plans, contact lists and the configuration management database shall be available when normal office access is prevented. The service continuity plan shall include the return to normal working. ISO20000:2011版標(biāo)準(zhǔn)明確了持續(xù)性計(jì)劃和可用性計(jì)劃的具體內(nèi)容。

　　ISO20000:2011版刪除了“至少每年”對(duì)持續(xù)性和可用性計(jì)劃進(jìn)行評(píng)審的要求。 服務(wù)連續(xù)性與可用性的監(jiān)控與測(cè)試 Availability of services shall be monitored, the results recorded and compared with agreed targets. Unplanned non-availability shall be investigated and necessary actions taken.

　　Service continuity plans shall be tested against the service continuity requirements.

　　Availability plans shall be tested against the availability requirements. Service continuity and availability plans shall be re-tested after major changes to the service environment in which the service provider operates.

　　The results of the tests shall be recorded. Reviews shall be conducted after each test and after the service continuity plan has been invoked. Where deficiencies are found, the service provider shall take necessary actions and report on the actions taken. 應(yīng)監(jiān)控服務(wù)的可用性，記錄其結(jié)果并與協(xié)商確定的目標(biāo)進(jìn)行比較。應(yīng)調(diào)查非計(jì)劃性的不可用并采取必要的行動(dòng)。

　　應(yīng)依據(jù)服務(wù)連續(xù)性需求來測(cè)試服務(wù)連續(xù)性計(jì)劃。應(yīng)依據(jù)可用性需求來測(cè)試可用性計(jì)劃。在服務(wù)提供者運(yùn)營的服務(wù)環(huán)境發(fā)生重大變更后，應(yīng)重新測(cè)試服務(wù)連續(xù)性與可用性計(jì)劃。

　　應(yīng)記錄測(cè)試結(jié)果。在每次測(cè)試之后和啟用服務(wù)連續(xù)性計(jì)劃之后，應(yīng)進(jìn)行回顧。發(fā)現(xiàn)不足時(shí)，服務(wù)提供者應(yīng)采取必要的行動(dòng)并報(bào)告所采取的行動(dòng)。 Availability shall be measured and recorded. Unplanned non-availability shall be investigated and appropriate actions taken.

　　The service continuity plan shall be tested in accordance with business needs.

　　All continuity tests shall be recorded and test failures shall be formulated into action plans. 新舊版本的要求基本一致，但I(xiàn)SO20000:2011版明確提出“在每次測(cè)試之后和啟用服務(wù)連續(xù)性計(jì)劃之后，應(yīng)進(jìn)行回顧”的要求。 與變更管理流程的關(guān)系 Changes to these plans shall be controlled by the change management process.

　　The service provider shall assess the impact of requests for change on the service continuity plan(s) and the availability plan(s). 這些計(jì)劃的變更應(yīng)在變更管理流程的控制之下。

　　服務(wù)提供者應(yīng)評(píng)估變更請(qǐng)求對(duì)服務(wù)連續(xù)性計(jì)劃和可用性計(jì)劃的影響。 The availability and service continuity plans shall be re-tested at every major change to the business environment.

　　The change management process shall assess the impact of any change on the availability and service continuity plan. 新舊版本要求基本一致。